Enterprise Customer Success Manager, Indico
$130-150k
Plus candidates are eligible to participate in a commission plan on top of base salary
Transforming unstructured data into actionable insights
Open for applications
Transforming unstructured data into actionable insights
21-100 employees
Open for applications
$130-150k
Plus candidates are eligible to participate in a commission plan on top of base salary
21-100 employees
Company mission
To be a leading provider of Intelligent Process Automation solutions, helping businesses automate manual, labour-intensive, document-based workflows.
Role
Who you are
- Each onboarded customer presents new challenges and requirements, because of this the ideal candidate will be able to adapt quickly, think critically, advocate for our customers, and coordinate with internal stakeholders where necessary
- 5+ years managing a portfolio of enterprise-grade customers, with a proven track record of driving quantifiable value and scalability outcomes in the SaaS or AI/ML space
- Curious, self-directed, and lifelong learner with passion for staying ahead of industry trends and continuously upskilling
- Technical proficiency with experience independently upskilling on complex products to the level of delivering user-based demonstrations/troubleshooting
- Proven ability to communicate at the executive level with exceptional written and oral skills
- Deep desire to build strong, lasting relationships with customers
- Demonstrated pattern of success in executing complex projects including managing stakeholder, scope, and timeline to meet high-quality outcomes
What the job involves
- We are looking for a Customer Success Manager (reporting to our VP, Professional Services) to maintain and grow existing business within the Indico Customer portfolio
- As a key player in a rapidly growing startup, you will have the opportunity to influence and contribute directly to our growth
- Your efforts will help solidify Indico’s success and leadership in the enterprise automation arena, specifically as we continue to attract and retain Fortune 1000 customers across multiple markets
- As a Customer Success Manager, you will be a part of the front lines and play a critical role in bridging the gap between our customers and Indico
- Your work will involve interacting directly with customers to build relationships, support their understanding of Indico and showcase the platform’s capabilities to promote adoption/expansion
- Manage portfolio of onboarded customers through account planning, regular customer engagement and strategic consultation to drive product adoption & customer retention
- Develop and execute value realization plans tracking dimensions across product usage, customer satisfaction and benefit realization
- Act as the primary liaison for onboarded customers, driving engagement and adoption through regular check-ins, product feedback sessions, use case qualification
- Maintain detailed knowledge of each customer’s Indico footprint ensuring alignment with their evolving needs (e.g. commercial terms, renewal dates, contracted capacity, restrictions, deployment environments etc.)
- Collaborate closely with the Enterprise Sales team to identify and drive expansion opportunities
- Demonstrate deep expertise in Indico’s platform capabilities, providing customers with best practices related to user experience and general troubleshooting to maximize their success
- Serve as the go-to resource for customer inquiries on platform functionality, leveraging Indico’s extensive knowledge base, documentation and internal resources to address issues promptly
- Lead product demonstrations tailored to customer use cases, showcasing the breadth of our platform’s capabilities
- Understand and communicate Indico’s product roadmap to customers, to ensure transparency in upcoming features/products and continuously solicit/share customer feedback to appropriate Indico product resources
- Deliver targeted product training sessions, empowering customers to fully utilize the platform and achieve their business outcomes with confidence
- Demonstrate exceptional project management skills by proactively managing multiple customer initiatives, ensuring timely follow-through on action items, developing actionable plans for client accounts, and developing presentations for recurring business reviews
- Maintain record of customer related challenges, feature requests and their resolutions
- Develop and execute detailed project plans for customer upgrades, tracking progress, managing risks, and providing regular executive-level reporting to ensure transparency/accountability
- Collaborate with internal/external stakeholders taking ownership of customer inquiries, triaging for resolution, and soliciting feedback to ensure alignment
- Demonstrate exceptional communication & listening skills through customer feedback synthesis, drafting clear and actionable session minutes, and developing transparent customer plans
Our take
Robotic process automation (RPA) is big business, with the RPA market being estimated to be worth close to $30.85 billion by 2030. Many companies offer RPA solutions, although with around 90% of data in an enterprise often being unstructured text, documents, emails, and images, businesses are looking for new ways to process information.
Indico Data is a company that provides RPA for the insurance, financial services, and healthcare industries. It attempts to use a deep learning technique to automate unstructured content processes for its customers, which include several Fortune 500 enterprises.
The company has been growing quickly over the past few years, with an impressive 100% customer retention rate. It plans to use recent funding to expand the company’s footprint in the RPA industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jun 2024
$19m
SERIES C
Dec 2020
$22m
SERIES B
Total funding: $53.5m
Company benefits
- Uncapped vacation time
- Medical, dental, vision
- 401k retirement accounts with match
- Life insurance paid by Indico
- Individual professional development budget
- Monthly phone + internet stipend
- $1000 work from home improvement fund
- Health savings account and contribution
- Dependent care funds and account
- Company computer
- Indico service days
- Monthly virtual game nights
Company values
- Communication - We will always be as transparent, honest, and straightforward as possible when communicating
- Commitment - When we commit we follow through — to our customers and each other
- Authenticity - We represent the signal in the noise. We always position ourselves to earn our customers’ trust
- Contribute - A rising tide floats all boats. We give our time and energy back to the community regardless of direct benefit to Indico
- Ownership - We embrace our individual agency to question the status quo. We keep organizational goals in mind while delivering on individual responsibilities
- Do! Learn! Share! We learn through action without fear of failure. We strive to be our best selves and we share our successes and failures to better those around us
Company HQ
Government Center, Boston, MA
Articles
Leadership
Slater Victoroff
(CTO)Before co-founding indico, they were a Board Member for Olin Foundry. They have been an Angel Investor and Advisor for over five companies, including Because Intelligence and Swoop. They worked as an executive-in-residence for 406 ventures as part of the data and cloud practice.
Madison May
(ML Architect)Before co-founding indico data, they were a Software Developer for imec, which monitored energy consumption in student dorms, and an Open Source Developer for the Python Software Foundation.
Diana Yuan
(SVP of Talent & Operations)They have been an Advisor for OrganizeTogether and Because Intelligence. Before co-founding Indico Data Solutions, they worked as Head of Operations at Customer Love Series and was President of the TechStars Boston Chapter.
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